Mary Joan Enano
Manila
Summary
Highly motivated and skilled professional with 4 years of experience as a Customer Service Representative. Consistently achieved exceptional results, receiving 100% customer service survey ratings. Adapted to new challenges through successful training in a different Line of Business. Seeking a career opportunity to leverage extensive training and expertise for making a significant impact on company success.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Transcom
02.2024 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Improved resolution time with effective problem-solving for customer complaints.
CLIENT CARE ASSOCIATES III (Customer/ Technical Support)
SUPPORT SERVICES GROUP
12.2021 - 01.2024
- Install, configure, maintain and monitor aaCredit Card Terminal, applications, and networks
- Set up new users' accounts and profiles and resolve password issues
- Respond to service issues and requests in a timely manner
- Analyze call logs and/or ticket requests to detect common trends and underlying problems
- Test and troubleshoot issues
- Walkthrough staff or Merchants through a series of actions to resolve issues
- Prioritize and manage high volumes of cases at one time, recognize and adjust support approaches to accommodate all levels of customer's experience
Customer Service Representative
MDS CALL SOLUTION
04.2021 - 01.2022
- Taking the Customers order over the phone and communicating it through proper channels
- Servicing our customers on various issues through phone calls
- Meet customer satisfaction, efficiency metrics, and issue resolution targets, exceed customer expectations, build customer loyalty, and take advantage of doing customer relation opportunities when appropriate
Customer Support Associate
OPEN ACCESS BPO
11.2018 - 03.2020
- Taking the Customers order via online and relaying the orders over the phone and communicating it through proper channels
- Servicing our customers on various issues through phone calls
- Meet customer satisfaction, efficiency metrics, and issue resolution targets, exceed customer expectations, build customer loyalty, and take advantage of doing customer relation opportunities when appropriate
- Propose resolutions and follow up with customers on time and offer recommendations to prevent similar issues raised by the customers from repeating by providing feedback to clients
Crew Member
Rise LLC
04.2015 - 08.2016
- Highly motivated and experienced Service Crew with a passion for providing excellent customer service in the hospitality industry
- Proven ability to work effectively in a fast-paced environment, while ensuring the highest standards of customer satisfaction
- Welcoming customers, cooking different menu items, managing the cash register, handling food and drink preparation and providing customers with details about the menu
Store Activities Representative (LSM)
Emirates Fast Food
05.2013 - 08.2014
- Manages the local-store marketing and works together with operations to evaluate and provide recommendations for store-level marketing activities
- Enhance reputation in the community
- Increase brand loyalty
- Build awareness of your brand
- Drive traffic and sales to your business
- Develop recognition and respect within the local community
Service Crew
Golden Arches Development
07.2007 - 02.2011
- Welcoming customers, cooking different menu items, managing the cash register, handling food and drink preparation and providing customers with details about the menu
- Handling Delivery orders
Education
High School -
Manuel A. Roxas High School
Manila03.2006
Skills
- Product Sales Expertise
- Service Excellence
- Effective Documentation Techniques
- Versatile Problem-Solving Skills
- Strong Team Collaborator
- Versatile Response to Challenges
Certification
- Zendesk Support Administrator Certification - Zendesk.
- LiveChat Expert LiveChat, Inc.
- State Driver's License
- ServSafe Food Handler's Certification
Timeline
Customer Service Representative
Transcom
02.2024 - Current
CLIENT CARE ASSOCIATES III (Customer/ Technical Support)
SUPPORT SERVICES GROUP
12.2021 - 01.2024
Customer Service Representative
MDS CALL SOLUTION
04.2021 - 01.2022
Customer Support Associate
OPEN ACCESS BPO
11.2018 - 03.2020
Crew Member
Rise LLC
04.2015 - 08.2016
Store Activities Representative (LSM)
Emirates Fast Food
05.2013 - 08.2014
Service Crew
Golden Arches Development
07.2007 - 02.2011
- Zendesk Support Administrator Certification - Zendesk.
- LiveChat Expert LiveChat, Inc.
- State Driver's License
- ServSafe Food Handler's Certification
High School -
Manuel A. Roxas High School
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